Customer Success Manager

Infilect; Bengaluru; Hybrid; INR 1,200,000 - 2,400,000; Full time

Benefits offered by this job

ESOPs

Hybrid work model

Startup culture

Job summary

Infilect in Bengaluru, India is building a strong customer success team for B2B software solutions. We seek people with project management or customer-facing experience to help maximize product usage and drive renewals.

You will define usage metrics, work with product teams on feature launches, and collaborate with stakeholders to deliver value and reduce churn. This is a full-time hybrid role with ESOPs and startup growth opportunities.

Qualifications

• 2–3 years of experience in B2B technical project management or customer success.
• Experience handling global customers is a plus.
• Experience with business analytics or data handling is required.
• Experience in CPG/FMCG industries is a plus.

Responsibilities

• Build excellent customer relations.
• Define product usage metrics for each customer and ensure stickiness.
• Upsell and cross-sell features and own renewal P&L with minimal churn.
• Collaborate with Product Management to market new features and solutions.
• Analyze product usage and feedback to understand customer needs and guide product strategy.
• Understand business value and help customers achieve KRAs regularly.
• Manage tickets and issues raised by customers and ensure timely deliveries.

Skills

B2B Customer Success

Project management

Stakeholder management

Analytical thinking

Communication

Independence

Tools

Excel

Data analytics tools

Job description

Infilect is founded by two PhDs and ex-IBM-Research-Scientists to build scalable visual-AI systems to make the world a better place. Towards this goal, Infilect (https://www.infilect.com) innovates on and offers state-of-the-art cloud and AI applications to the worldwide retail industry. Infilect systems process images and videos at scale and in real-time to solve retail supply-chain problems and make an environmentally sustainable net-positive impact on the world. Our B2B enterprise SaaS products are used by global customers such as P&G, Lowe’s, Samsung.

If this interests you, come and join us on the rocket ship.

About The Role

We are building a strong customer success team and we are looking for people with varied experience in B2B Software solutions. Anyone with Project management experience or any customer-focused role would be a great fit.

The goal of the team will be to enhance the customer experience throughout their journey of product usage. This will need you to deep dive into the customer business and the software and help the customers with various insights and the right moment and enhance their product usage experience at the same time work with the product team to define various features.

Responsibilities

• Build excellent customer relations
• Define product usage metrics for each customer and ensure stickiness
• Upsell and cross-sell various features and own the renewal P&L with zero churn
• Work closely with Product Management teams to market the launch of new features and solutions through appropriate positioning
• Analyze product usage and user feedback to understand customer needs and come up with product strategies.
• Understand the business values of the product and help the customer achieve their KRAs on a recurring basis
• Manage the tickets and issues raised from the customer and ensure timely deliveries

Skills Required

• Minimum of 2-3 years of experience in B2B technical project management or customer success.
• Experience handling global customers will be a plus.
• Experience with business analytics or working with data using any tool is a must.
• Experience working with CPG, and FMCG industries will be a plus
• A proactive, goal-oriented team player able to work independently and proactively take ownership of his/her work in a fast-paced environment
• Strong relationship development skills capable of developing, maintaining, and growing internal and external strategic relationships across multiple stakeholders of customers and the internal team
• Strong project management and communication skills
• An energetic, passionate, and honest individual with an appetite to grow

What We Offer

• Work with the founders to build and grow a startup
• Fast-paced environment with strong cross-team collaboration
• Industry-grade compensation and ESOPs

Cultural Expectations

• Understanding of long-term rewards vs short-term risks
• Flexibility and agility to work with a startup and be part of its growth
• “People-first” mindset that can fit with our open, respectful, and humble culture
• Strong eye for attention to details, execution, and complete “Awesome deliveries”

Other Details

• This is a full-time position based in Bangalore, India.
• We follow a hybrid work model, i.e., work for 3 days from office in a week.